Traditional Help Desk
services are just one aspect of the ITMC.
In addition, META Group found that re-insourcing is not always the best solution, as the same issues causing the outsourcing relationship to fail will also cause internal help desk
service to suffer.
With FastCall, help desk
support personnel receive caller and problem information in a partially completed Remedy Help Desk
Ticket prior to getting passed a call.
The help desk
will use iKnow knowledge tools to capture the knowledge and experience of its senior analysts, and then use that support knowledge to help train new technicians more quickly.
These days, help desks
are relying on networked systems and the web to accomplish scores of tasks remotely.
IBM's Virtual Help Desk
includes 24 hour, seven-day-a-week technical support via the Web.
The RightAnswers Unified Knowledge Suite offers help desk
and support organizations a level of intimacy between RightAnswers' software, content, and services to ensure an effective start to their self-service initiatives and continually grow an effective knowledge-centric environment.
E[acute accent]--Reduce the number of telephone calls to the help desk
Addressing the need to automate its help desk
operations which included replacing an existing system, Lehigh University selected FootPrints because it was cost-effective, easy-to-deploy, and web-based.
The 2005 FootPrints(R) User Conference offers an interactive forum for FootPrints customers to learn and exchange help desk
and customer service best practices, technologies, and real-world deployments of the award-winning FootPrints product line.
com) has announced the addition of The Help Desk
Essential Guide to their offering.
A new Help Desk
Call Routing option, available as an add-on to